Oracle Fusion Service 2024 Implementation Professional (1Z0-1064-24)

Course Description

Prepare to pass exam: Oracle Fusion Service 2024 Implementation Professional

The Oracle Fusion Service 2024 Implementation Professional certification is designed for Administrators and Implementers who use Oracle Fusion Service to perform initial setup and manage Service Requests (SRs). Individuals who earn this credential are capable of deploying and customizing a Digital Customer Service application, configuring Omnichannel communications and using tools to configure and customize Fusion Service components.

If you have a valid Oracle Fusion Service Implementation Professional Certification, and your credential has not expired, you can maintain your certification by taking the corresponding shorter Delta exam.

To prepare for the Oracle Fusion Service 2024 Implementation Professional exam, focus on mastering customer service processes, case management, and service request configurations within Oracle Fusion Service. Gain hands-on experience with service analytics, knowledge management, and integration with other Oracle Cloud modules, while utilizing official documentation, training courses, and practice exams to reinforce your knowledge and ensure exam readiness.

Exam topics covered

Configuring Initial Setup for Fusion Service

• Enable the Oracle Fusion Service features
  
• Implement the Oracle Fusion Service Security Model
• Enable features using Functional Setup Manager (FSM)

Administering and Managing Service Requests (SRs)

• Set up SR creation and handling
  
• Configure SR category
• Describe common SR processing activities
• Identify common SR searches
• Configure a service catalog
• Implement an SR assignment mapping

Managing Entitlements

• Describe entitlement concepts    
  
• Manage milestones for acknowledging service requests    
• Set up standard coverage to determine response time    
• Set up default coverage to determine response time    
• Configure action plans to associate tasks with SRs

Implementing Knowledge Management (KM)

• Implement KM enablement activities    
  
• Author KM articles
• Set up the My Knowledge page

Configuring Digital Customer Service (DCS)

• Configure themes, templates, pages using the DCS architecture components    
  
• Set up profiles, roles, authentication using the DCS enablement activities    
• Manage products, contact, KM, SR creator, admin using the DCS components
• Create and configure a DCS application

Configuring Omnichannel Communications

• Configure email set up activities    
  
• Configure CTI notification
• Configure the Media toolbar
• Configure Chat    
• Configure Work Routing    
• Configure Agent Notifications

Setting up Productivity Features

• Set up Hotkeys
  
• Set up SmartText
• Enable SR Audit

Reviewing Advanced Configurations, Integrations, and Analytics

• Customize Oracle Fusion Service
  
• Configure and customize Oracle Fusion Service using development tools
• Explain the Oracle Fusion Service integration architecture
• Perform file-based import and export
• Describe analytics concepts
• Modify an analytics report

Using Redwood User Experience

• Explain the general features of Oracle Redwood Application    
  
• Identify business requirements with User Service Request features    
• Explain customer interactions with use case objects
• Implement and use Fusion Service AI
• Configure Redwood implementation settings